Customer Success Account Mgmt Ic4

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

**Responsibilities**:**
Customer Relationship Management**:

- Learns customer engagement role and develops foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders (e.g., Designated Support Engineer, Mission Critical, Azure Rapid Response) and with guidance from senior colleagues. Expands customer relationships beyond the current support contract owners with a focus on understanding business priorities and how they tie to consumption outcomes.
- Gathers information on the business and Information Technology objectives for customer organizations to identify customer needs and create a shared plan to support customer outcomes using partnerships with other account team leaders. Captures new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects.
**Account Planning**:

- Engages in conversations with customers that present the strategic alignment between the customer objectives and support contract to set a long-term strategy for consumption aligned to those priorities. Develops a program, identifies executive sponsors for a contract, and prioritizes engagements to address strategic outcomes and drive customer success. Articulates the case for change to drive solution and operational health in collaboration with other account team leaders. Supports account planning to help customers transform to modern digital approaches.
- Plans a portfolio of work (e.g., Support programs, implementation projects, success engagements) to drive outcomes aligned with customer's prioritized solutions and workloads. Creates opportunities for support contract renewals, by clearly articulating customer outcomes and how Support capabilities can help them achieve those outcomes. Supports efficient delivery of contracts and customer value, leverages managed intellectual property (MIP), and enhances offerings in alignment with compliance policies.
**Opportunity and Pursuit Management**:

- Captures, communicates, and develops recommendations from customer insights in identifying and producing support opportunities (e.g., add-ons, renewals). Collaborates with internal teams to help identify growth opportunities through account planning and delivery execution
**Consumption and Delivery Execution**:

- Connects identified opportunities, questions, and/or issues from customer organizations. Begins to take ownership for team coordination. Identifies and mitigates blockers to customer success goals.
- Leads and is accountable for the execution of customer support obligations. Accelerates production level consumption through delivery orchestration by driving solution and operational health for challenging and/or complex customer accounts the solution and support lifecycle. Is accountable for the delivery of support for resolution of critical escalated issues by leveraging Incident Managers and Support teams. Shares updates to the customer and manages their expectations. Shares support-related feedback through appropriate channels to drive continuous process improvement.

**Technical Skilling**:

- Leverages intermediate technical expertise to act as a technology advisor and visionary. Begins to connect technical considerations to business needs. Identifies cross cloud technology, solutions, and services to help address specific customer scenarios. Articulates cross cloud tec